EP 1113656 A2 20010704 - Multimedia queuing in a customer contact or call center
Title (en)
Multimedia queuing in a customer contact or call center
Title (de)
Bildung von Multimediawarteschlangen in einer Kundenkontakt- oder Kundenanrufzentrale
Title (fr)
Mise en file d'attente d'appels multimedia dans un centre de contact ou d'appel de client
Publication
Application
Priority
US 47442299 A 19991229
Abstract (en)
A method, apparatus, and customer contact or call server that provides a unified queuing mechanism for queuing multiple media requests. The queuing mechanism includes one or more skillsets each including an idle agent queue and a pending requests queue. Skillsets are assigned interrupt levels defining the importance of skillsets with respect to each other. Agents are assigned to and queued in the idle agent queue of one or more of the skillsets. As media requests are received in the pending requests queues of skillsets, agents are dispatched to attend to the requests. As an agent is dispatched from a skillset, it is removed from other skillsets that have an equal or lower interrupt level, and is maintained in skillsets that have a higher interrupt level. Consequently, an agent, tending to a media request, may be interrupted with other media requests only if the other media requests are queued in skillsets of higher interruptibility level, and if the agent is assigned to those other skillsets. Media requests include, among other things, a voice/video call request, an e-mail request, a web form request, and an outbound voice call request. <IMAGE>
IPC 1-7
IPC 8 full level
H04M 3/523 (2006.01); H04M 3/51 (2006.01)
CPC (source: EP US)
H04M 3/523 (2013.01 - EP US); H04M 3/5233 (2013.01 - EP US); H04M 3/5158 (2013.01 - EP US); H04M 3/5191 (2013.01 - EP US)
Citation (applicant)
WO 9941720 A1 19990819 - GENESYS TELECOMM LAB INC [US]
Designated contracting state (EPC)
DE FR GB
DOCDB simple family (publication)
EP 1113656 A2 20010704; EP 1113656 A3 20031001; CA 2329903 A1 20010629; CA 2329903 C 20120103; US 6771765 B1 20040803
DOCDB simple family (application)
EP 00650205 A 20001207; CA 2329903 A 20001228; US 47442299 A 19991229